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Pharmacy Retailers Can Promote Brand Advocacy with Superior Customer Service, Study Finds

December 19, 2012 | Drug Store News

Customer experience management firm Empathica released results of a survey of more than 1,500 consumers, polling customers on their perception, attitude and opinion toward the retail pharmacy experience. Across brands, three main factors — choice, service and trust — drove brand advocacy. Of the top six pharmacy retailers in terms of market share — Costco, CVS, Kroger, Rite Aid, Walgreens and Walmart — Kroger received top marks in nearly all customer service categories, with 4-in-5 Kroger customers agreeing or strongly agreeing that they would recommend it to friends and family. read more »

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